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Call Center Job in Sterling, Illinois : IL 61081

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Call Center Manager

Halo Branded SolutionsLogo
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Halo Branded Solutions
Customer Service, Management
Sterling
Illinois
61081
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Call Center Manager Job Description

Main Objective:
Call Center Manager is responsible for providing training, support and advice to a staff of Call Center Representatives. The CCM ensures that staff members provide superior customer service in the answering a high volume of incoming business to consumer calls, emails and chats from customers as well as ensuring timely and accurate resolutions to customer inquiries and concerns. The Call Center Manager assesses issues which need further insight and offers suggestions for improving efficiency and production.

Duties/Responsibilities:
  • Manage and oversee the participant call center including, but not limited to, identification of critical success measures and growth metrics;
  • Responsible for call center quality assurance which involves the continuous monitoring of various telephone queues, rerouting of calls, and changing CCR profiles to adjust for fluctuating service needs and maintain standards;
  • Run reports on a daily/ monthly basis to monitor telephone activity and SLAs;
  • Develop and maintain a technical and business understanding of the systems used in the call center and provide daily technical support to call center associates;
  • Assist with administrative responsibilities including updates to customer information, processing of orders, adjusting fees/credits, and invoice reprints.
  • Oversees escalated concerns, questions, and compliments from corporate clients received via telephone, chat and/or e-mail; provide follow-up, investigates and resolves clients’ issues in a timely and accurate manner.
  • Trains Call Center Representatives, Team Leads and Supervisors, constantly demonstrating working knowledge of all products and services.
  • Provide the necessary training and tools to effectively monitor, evaluate, and implement call quality standards.
  • Ensures that staff members provide superior customer service in the answering of incoming calls from customers as well as ensuring timely and accurate resolutions to customer inquiries and concerns.
  • Communicates new and updated internal process to staff on an on-going basis.
  • Masters and maintains vast knowledge of client’s business and particular industry.
  • Assesses needs and suggest/promote alternative products or services.
  • Maintains regular contact with clients to ensure customer satisfaction and promote new products.
  • Conducts analyses of escalated issues which could not be resolved at the lower level, communicates these issues to senior management with quarterly and annual reports.
  • Oversees the full cycle hiring process, performance appraisal process, and terminations for employees with subpar performance.
  • Performs other duties and special projects as needed.

Skills/Qualifications:
  • Strong analytical, critical thinking, communication (written and oral) and organizational skills;
  • High level of interpersonal skills to handle sensitive and confidential situations and information
  • Strong time management and organization skills;
  • Must have a proven ability to successfully manage people;
  • Proficiency with MS Office (Word, Outlook, and Excel) / Salesforce.com a plus
  • Proactive thought process.
  • Experience working with ACD and call center phone technology.
  • Must be able to communicate effectively with all levels of the organization
  • Ability to organize multiple work assignments and establish priorities
  • Analytical thinking to analyze and comprehend business reports
  • Creative problem-solving capabilities and “out-of-the-box" suggestions and improvements
  • Occasional travel required

Sterling Call Center Job

Call Center Manager Job Requirements


Education/Experience:
  • 3+ years of customer service experience
  • 4 + years call center management/supervisory experience.
  • College degree preferred or equivalent experience

Professional Relationships:
  • Account Executives
  • Administrative Employees
  • Management Team
  • Remaining in a stationary position for long periods of time
  • Operating office machines such as telephone, computer, fax, and copier
  • Giving & receiving information in person, over phone, and via email


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